We welcome feedback and complaints because they help us improve.

If you have a problem, concern, or complaint about any aspect of our service, please let us know so we can try to fix it quickly and fairly. You can make a complaint to any member of our team, and in any way that suits you, including phone, email, letter, or in person.

How to contact us:

Bradley Nuttall Otago Ltd

Address: Level 10 John Wickliffe House, 265 Princes Street, Dunedin, 9016

Telephone number: 03 477 2316

Email address: info@bnol.co.nz

What you can expect from us

• We will record your complaint in our Complaints Register.

• We will acknowledge your complaint within 48 hours.

• We will aim to resolve your complaint within 20 working days.

• We will keep you updated if we need more time and explain why.

• We will contact you if we need more information.

• You will not be charged or penalised for complaining.

• If needed, we will provide extra assistance to support you (for example, if you have communication or accessibility needs).

If your complaint involves another provider (for example, a KiwiSaver Provider), we will help you contact the right organisation.

If we can’t fix the issue together

If your complaint involves another provider (for example, a KiwiSaver Provider), we will help you contact the right organisation.

Insurance and Financial Services Ombudsman Scheme at:

Address: Level 2, Solnet House, 70 The Terrace, PO Box 10-845, Wellington 6143

Telephone number: 0800 888 202

Email address: info@ifso.nz

You can contact IFSO at any time, including if you are not happy with our response or if the complaint has not been resolved within a reasonable timeframe.

Need extra help?

If you need communication support or additional assistance, including help writing your complaint, please let us know. Our goal is to ensure everyone receives fair treatment and can fully participate in the complaints process.